Merchant Support Specialist (100% Remote)

Our Customer is a technology company that connects people with the best of their neighborhoods across the US, Canada, Australia, Japan, and Germany. They enable local businesses to meet consumers’ needs of ease and convenience, and, in turn, generate new ways for people to earn, work, and live. By building the last-mile logistics infrastructure for local commerce, they’re fulfilling our mission to grow and empower local economies.

We are seeking a Merchant Support Specialist on a contract basis to help support our Customer's business needs. This role is 100% remote

This role will primarily manage the ticket queue via email and text message, and provide phone or video support upon request or as needed. You’ll be a strategic problem solver and become a subject matter expert. You will be the first line of defense (Tier 1) for all merchant, customer, partner, and internal post-sales escalations, ensuring that Tier 1 & Tier 2 Support work together seamlessly to provide an exceptional service experience when something goes wrong. Tier 1 is primarily responsible for supporting the merchants that use an ordering platform and will help identify and troubleshoot a wide range of issues such as menu settings, customer UI configurations, ticket printing & routing, and reporting reconciliation.

To succeed in this role, you will need to have strong communication, troubleshooting, and organizational skills, and a constant desire never to stop building your knowledge of their ever-growing product suite.

Responsibilities:

• Be an early part of a collaborative team that prides itself on world-class customer service for an innovative and industry-leading technology platform
• Investigate and resolve complex technical troubleshooting cases to diagnose and remediate failure points
• Address merchant issues with empathy and urgency, ensuring that every touch point with the merchant is a learning opportunity that brings them closer to success
• Develop a deep expertise in the product suite, processes, systems, tools, and how to diagnose and resolve an issue.

Skills and Qualifications:

• Bachelor’s degree or equivalent amount of work experience
• 2+ years of work experience in a related role in technology, hospitality, or customer support

Preferred:

• Familiarity with Toast, Square, Upserve, Micros, Aloha, NCR, or Revel POS
• Familiarity with G-Suite, Slack, Atlassian, Salesforce

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.